AI voice agent in CSM

  • Release version: Australia
  • Updated February 2, 2026
  • 2 minutes to read
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    Summary of AI voice agent in CSM

    The AI voice agent in Customer Service Management (CSM) enables customers to create cases and check case status using natural, conversational voice calls. It integrates with leading contact center platforms such as Genesys, Twilio, NICE, Five9, 3CLogic, and Amazon Connect, delivering consistent and efficient voice-driven case management. This solution reduces manual work, speeds up resolution times, and enhances customer experience by allowing voice interaction without the need for customers to fill out forms or understand internal processes.

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    Key Features

    • Case Status: Provides detailed updates on case status by case number, including state, creation date, assigned agent, latest updates, and summaries.
    • Create Case: Guides customers through a voice-driven, step-by-step process to log new cases, capturing and validating required information before confirming submission.
    • Update Case: Allows agents to update existing cases via structured voice conversations, reducing manual effort and helping agents focus on customer interactions.
    • Multilingual Support: Supports multiple languages for global customer accessibility.
    • Human Agent Escalation: Quickly connects customers to human agents when issues are complex.
    • Security and Compliance: All interactions are recorded for auditing, and customer data privacy is maintained through data separation.

    Benefits

    • Reduces support team workload by automating routine case status checks and updates.
    • Improves customer satisfaction with faster, easier, and more intuitive service delivery.
    • Eliminates the need for customer training on internal processes by guiding users through voice interactions.

    Configuration and Management

    CSM offers two AI voice agents that function as virtual customer service agents, configurable with custom welcome messages, voice profiles, and fallback options like human agent routing or case creation. These agents are managed and deployed through AI Agent Studio, where admins can create, modify, and enable voice-enabled agents integrated with supported contact center providers.

    To use AI voice agents, customers must have the Customer Service Management AI agent collection plugin installed. Modifications to AI agents require duplicating the agent and updating all related instructions. Activation is controlled via the Define availability screen by enabling the Status field.

    Use the AI voice agent to create cases and check case status through natural, conversational voice calls.

    AI voice agent overview

    The AI voice agent streamlines customer interactions by integrating with contact center platforms including Genesys, Twilio, NICE, Five9, 3CLogic, and Amazon Connect CCaaS platforms.

    The AI voice agent enables customers to get case status and create cases entirely through voice commands. This solution reduces manual intervention, improves service resolution times, and delivers consistent functionality across all supported contact center partners.

    Key Capabilities

    The AI voice agent helps with case management by using natural, conversational voice interactions:
    • Check the status of your cases just by asking.
    • Create cases without filling out any forms.
    • If an issue is complicated, the agent can quickly connect you to a human.
    • It supports multiple languages, making it easy for customers around the world to use.
    • All interactions are recorded for auditing and quality checks.
    • Customer data stays safe and separated to protect privacy.

    Benefits

    With the AI voice agent, there’s improvement in both customer experience and operational efficiency:
    • Support teams spend less time answering routine questions because the agent handles case status checks and updates.
    • Customers don't need training or knowledge of internal processes—The agent guides them.
    • Customer satisfaction increases because the service is faster, easier, and more intuitive.

    CSM AI voice agent

    There are two AI voice agents for CSM. Each agent is associated with a voice service acting as a virtual customer service agent and can be configured with welcome messages, voice profiles, and fallback options like human agent routing or case creation. This setup enables efficient, AI-driven support for customers.
    Table 1. Customer Service Management AI voice agents
    AI voice agent Description
    Case status Provides users with comprehensive status updates for cases based on the case number. Designed for users who need quick and reliable access to case details, including state, creation date, assigned agent, latest update, and a summary of the case.
    Create case Lets customers log cases using voice input by guiding them through a clear, step‑by‑step conversation that captures and validates required details. It creates the case, and confirms successful submission.
    Update case Updates existing cases using voice input. A structured voice conversation guides agents through identifying the case, collecting fields, validating changes, and confirming updates. This reduces manual effort and keeps agents focused on the customer.
    AI voice agents are managed through AI Agent Studio. To configure a new agent:
    1. Navigate to All > AI Agent Studio > Create and manage, then select the AI agents tab.
    2. Open the Add drop-down list.
    3. Select an AI voice agent to create a voice-enabled agent for case management.
    This interface enables admins to create a AI voice agents, connect to supported contact center providers, and deploy fully functional AI voice agents for case management. For deployment and configuration info, see Deploy AI voice agents.
    Note:
    • To enable customer access and use of AI voice agents, an admin must install the plugin Customer Service Management AI agent collection
    • To modify the AI voice agents, duplicate it, and adjust the settings according to your requirements.
    Important: